Lean Service Operations Management for Teams and Their Managers

Expertivity Technologies in conjunction with TU Dublin present a  15 Credit (ECTS ) (online or on premises) programme guided by expertise gained over 20 years of achieving successful improvements  for clients. This programme sets your organisation up for success by embedding the key disciplines of high performance execution at team and inter-team level. 

Half Days
ECTS Per Module
ECTS in Total

Did you know that over 80% of modern economies including Ireland's, are now dependent on the service and knowledge work sectors and increasing the effectiveness and efficiency of these sectors is now a global challenge.

Programme Overview

The Lean Service Operations Management course offers a challenging opportunity for those who wish to further their career in Service Operations Management in the service and knowledge work sectors.     

It is the first academically certified programme in Ireland that specifically targets developing front-line and mid-level managers in managing and improving a service organisations effectiveness and efficiency.

This course examines both traditional and modern approaches for achieving operational competitiveness in service businesses. The course addresses strategic analysis and operational decision making and the student is introduced to the advanced lean tools and methods of world class service operations management, including their real-world practical application.

Module One

Managing a Team

Understand the unique “systemic” team dynamics of services.

Understand the role of a high performing team leader / manager, how to align your team's performance with the organisation's goals and objectives, including remote working teams.

Analyse the impact of your leadership style and how to cultivate the right norms and behaviours for your team and organisation.

Develop strategies to deal with difficult people and situations inside and outside your team.

Learn how to motivate and set goals to achieve high performance for yourself and your team.

Learn how to enable your team with the insights and information necessary to self manage their workload demands and the capacity, utilising work-management tools and technologies.

Understand the role of the team and team leader in optimising the performance of end-to-end business processes.

Learn how to develop daily, weekly & monthly management routines to communicate effectively with your team, peers and other managers using data as evidence.

Module Two

Managing Inter-Team Dynamics

Understand the unique “systemic” inter-team & inter-functional dynamics of services.

Learn how both team and inter-team (the service chain) management are necessary in Service and Knowledge Work Organisations.

Understand Teaming, Relational Coordination & how to collaborate and coordinate across team, functional and organisational boundaries.

Understand the importance of psychological safety in creating a safe, learning and adaptive environment for your team and colleagues.

Learn how to optimise and sustain team performance by balancing inter-team workload demand and inter-team capacity using work management tools and technologies.

Understand the dynamics of team development and how to build trust amongst the team.

Learn skills and strategies to address team problems.

Learn key team inter-personal skills.

Module Three

Lean Operations Management

Understand the different “systemic” dynamics of complex services as against the “cause and effect” world of “complicated organisations”.

Learn how the Team SIPOCs are the DNA or building blocks of services and how to align, manage and improve their performance.

Learn how to apply the BMC & ABEC frameworks to understand, align/design and improve organisational performance.

Understand the principles and tools of Systems Thinking and how to apply them to understanding and improving organisational performance.

Understand how the principles & tools of Lean Operations Management apply to services and how to capture, reduce and eliminate wasted effort and resources.

Learn how to develop value stream maps, hold improvement workshops, build priority improvement decision matrices, apply the A3 structured improvement framework to embed the habits of continuous improvement (CI) into day-to-day operations.

Learn how to sustain operational control and continuous improvement over time. 

3 Modules

Modules are standalone.


5 ECTS per Module.

6 Half Days

Delivered over 6 - 10 weeks.

Career Progression

Career advancement to management positions within the service and knowledge work sectors

Setup, improve or expand your service or knowledge work business

Candidates can choose from a range of opportunities within the financial, health care, public sector, technical support services worldwide including sales and marketing, human resources, accounting and much more

Students learn to use some of the leading digital technologies for managing services

Course Advantages

Curriculum tailored to unique complexities of service and knowledge work organisations suitable for both Private and Public sector

Classroom or remote delivery models from tutors who are expert practitioners with 25+ years of experience.   

Class sizes are small and include practical examples of real-world problems & solutions relevant to the students.

Eligible for Student status at TU Dublin including access to student resources, library and other facilities.

Learning Outcomes

Module 1:

Build the skills, knowledge & techniques necessary to be a successful team leader or front-line manager in services

Module 2:

Learn how to develop and maximise inter team dynamics for high performance

Module 3:

Learn and apply the tools, techniques and skills required to manage and improve performance in a complex service.

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TU Dublin

Technological University Dublin (TU Dublin) is Ireland’s first Technological University.  With a history stretching back over one hundred and thirty years, TU Dublin is a pioneer of technological higher education. TU Dublin continues to build and to respond to the social, cultural and educational needs of Ireland in the 21st century.  Collaboration is at the very heart of the TU Dublin mission  adopting a proactive and progressive approach  to co creating innovative solutions to organisational and societal challenges. 

The successful creation and transfer of knowledge is an increasingly fundamental element for businesses pursuing real competitive advantage. TU Dublin has a strong commitment to the development and support of the knowledge economy. 

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Expertivity Technologies

We are Master Practitioners in the Disciplines of Operational and Enterprise Excellence for Service and Knowledge Work Organisations. We are very experienced in understanding and addressing the unique challenges facing these sectors in improving the effectiveness and efficiency of their performance. 

Our expertise are service sector diagnostic. We have extensive experience in Healthcare, Life Insurance, Banking, Telecoms, Public Sector, Government and much more.

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Frequently Asked Questions

Who is this for?

This course is designed specifically for Service & Knowledge Worker Organisations.

What is the cost?

There are 3 modules at €1185/module/person.

Do you offer group discounts?

Yes, group discounts apply.

Is it self-taught or instructor led?

The course is instructor led and is designed to either be classroom or remotely delivered.

"Applying best operational management practices can quickly double the productivity of your team, function or organisation"

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